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Introducción

We are looking for an organized, passionate individual with extensive customer-facing experience. As an experienced professional in the SaaS industry as a Customer Success Manager (CSM), you will bring your experience leading our largest, most complex customers from deployment to broad scale usage, managing the risks associated with successful adoption.

Su función y responsabilidades

You:  

We are looking for an organized, passionate individual with extensive customer-facing experience. As an experienced professional in the SaaS industry as a Customer Success Manager (CSM), you will bring your experience leading our largest, most complex customers from deployment to broad scale usage, managing the risks associated with successful adoption. You will be comfortable working independently across all levels within an organization, and have experience working with Partners and System Integrators, along with an appreciation of the demands of working within IT, tech operations or finance disciplines.

The successful candidate will be able to adapt to a fast-moving organization and collaborate with technical and non-technical stakeholders. The successful candidate should be outcome-focused and demonstrate excellent interpersonal and soft skills. 

Us:  

The team plays a wide variety of roles engaging various internal organizations to provide an outstanding customer experience. Our strength lies in our ability to collaborate; we challenge and encourage each other to think outside the box and come up with new ideas to improve the overall customer experience. 

As a growing and evolving organization, Apptio is looking for someone who is able to bring experience, grit, and creativity in equal measure to drive success in the region.

What we want you to do:

  • Maintain a portfolio of large, complex customers as a CSM: create an engagement strategy with a sense of urgency by working closely with customers to understand and drive use cases; monitor and track usage of Apptio applications; identify and react to adoption risk, both in terms of threats and opportunities; build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets and defined success metrics. 
  • Develop strong customer relationships: proactively engage with customers across both operational and management positions to promote their Apptio solution and showcase value back to them; understand the customer business and empathize with their circumstances in order to build a relationship as a trusted advisor and foster deep trust.
  • Serve as Apptio coach and expert: provide product knowledge and expertise as it relates to customer needs; coach customer TBM team on best practices, reference examples across your portfolio, and leverage your Apptio internal network to guide and mentor customer to achieve their goals.
  • Collaborate and partner with Customer Success teams:  Lead solution architecture, new capabilities, patches and upgrades, etc. discussions in partnership with Customer Success Advisors, Engineering, technical experts, etc.   Ensure that the right solutions get implemented, upgrades and patches are timely, following Apptio best practices. 
  • Coordinate with the Account Management Function: working alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention, adoption, and customer satisfaction; periodically engage directly in the sales process, specifically within existing accounts.
  • Maintain Product Knowledge: Understand the business and technical problems the Apptio solution addresses; stay current on product roadmap as well as understanding the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems; collaborate with product management and development functions to channel client feedback and enhancements as appropriate.
  • Program Management:  Provide overall program oversight, working in partnership with Apptio Product and Engineering teams, Apptio University, Global Deployment, Customer Success Advisors and Delivery Services to execute high-quality projects and initiatives aligned to agreed outcomes.  Provide mentorship to Apptio customers which includes product and operational best practices, rollout, Month End Close Practice as well as other client processes best supported with the Apptio solution.  Act as the escalation point for the team, working to communicate and resolve issues related to value realization.  Support the completion of project deliverables by assisting with sponsor / executive coordination within the customer, process invocation / alignment and value conversations.
Educación requerida
Licenciatura
Experiencia profesional y técnica requerida
  • Candidates must have a B.A. or B.S., ideally in finance, technology, engineering, or a business-related discipline, with most successful candidates having 2-4 years as a CSM or Technical Account Manager role in a SaaS organization
  • Proven experience in B2B SaaS environment delivering against operational metrics focused on adoption and renewal, upsell and expansion, subscription services and margins
  • Proven experience managing a demanding portfolio of customers, driving customer value and adoption through use case elicitation and roadmap execution
  • Minimum Travel Required: 10%
Experiencia técnica y profesional preferida
  • Experience within IT Finance and/or Technology departments
  • Experience in Public Cloud
  • Experience in Agile Methodologies
  • Technical / hands-on implementation experience
  • Experience positioning or selling software and/or services within software industry
  • Capable influencer with proven ability to build and maintain strong customer relationships at all levels
  • Team player who will innovate to continue improving the way Apptio serves its customers
  • Excellent organization, program/project/time management and communication skills
  • One or more of the following knowledge areas is a plus:
    • PMP and/or Agile Methodology certification or relevant experience
    • Apptio product knowledge
    • TBMA certification
    • FinOps certification
    • AWS/Azure/ GCP practitioner certification

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sustentan. En la mayoría de las organizaciones, los datos se distribuyen en múltiples nubes, en las instalaciones, en centros de datos privados y en el borde.La plataforma de datos e inteligencia artificial de IBM potencia y amplifica el impacto de la IA a través de datos confiables, ofreciendo capacidades avanzadas para entrenar, ajustar y desplegar inteligencia artificial a escala empresarial. Por su parte, la plataforma de nube híbrida de IBM se destaca como una de las soluciones más completas y consistentes, integrando desarrollo, seguridad y operaciones en entornos híbridos. Esta base flexible permite aprovechar los datos, sin importar dónde se encuentren, e incorporar la inteligencia artificial de manera profunda y estratégica en toda la organización.

SU VIDA @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

Acerca de IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Otros detalles relevantes del empleo

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
  • Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
  • Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
  • Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences


We consider qualified applicants with criminal histories, consistent with applicable law.


This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.